Can't control Rainbow with Plantronics / Poly 5200 Series

October 01, 2020 09:16

I just purchased the above mentioned headset. I connected to a Windows 10 PC over the BT600 USB Dongle that comes with the headset. According to both ALU and Plantronics, it should be compatible with the Rainbow softphone. Rainbow seems to recognize the headset with the name "Headset Poly BT600", microphone and speaker work fine.

However, I can't seem to be able to control Rainbow with the headset. Specifically, I can't take or end a call with the designated headset button. I'm not sure what it is I can do from my end to get this to work.

Your help would be appreciated.

Comments

10 comments

Permanently deleted user

November 18, 2020 12:53
Sure I see it now.

I propose you to open a case on Salesforce as we need to check logs to investigate this incident.

Many thanks for your collaboration.

Regards,

Hislamar
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Viktor TROJANOVIC

November 13, 2020 09:39
Not sure why this question is not getting any attention. I hope you won't mind if I bump it up, hopefully someone can give me an answer. It's really very annoying not to be able to control Rainbow from the headset.
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Permanently deleted user

November 18, 2020 12:36
Hello Viktor,

I apologize about the delay of our answer.

You need the Plantronics bluetooth dongle BT600 (which should come with the device) in order to be able to pick up and mute Rainbow calls via the headset's buttons.

Regards,

Hislamar
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Viktor TROJANOVIC

November 18, 2020 12:44
Hi Hislamar,

I point you to the second sentence in my original question:

I connected to a Windows 10 PC over the BT600 USB Dongle that comes with the headset.

Regards,

Viktor
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Gildas

July 02, 2021 09:04
Hi, We have same problem with BT600 and Plantronics Voyager Focus UC B825.

Did you find any solution ?

Regards,

Gildas
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Viktor TROJANOVIC

July 05, 2021 13:22
I don't have access to the ALU support directly but only through a distributor. He claims to have made a support request with ALU and even followed it up, still, an answer was never received. This is not how I wish to work so I changed my supplier in the meantime. Hope you'll have more luck.
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Sam BOYD

July 05, 2021 13:28
Hi Viktor,

I believe with the Jabra headset I needed to turn on softphone control through the jabra client on the pc I could then control calls with my headset.

Looking at the poly website they have a similar software, maybe install this and see if there is a softphone control option?

https://www.poly.com/au/en/support/downloads-apps/hub-desktop

Cheers
Sam
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Alex

August 26, 2021 15:33
Hello,

We have the same issue with a Poly Voyager Focus UC (=Plantronics B825) headset (the control buttons to answer to a call are not working).The receiver is a Plantronics bluetooth dongle BT600.

We also have the last version of the Poly software (Plantronics Hub), but Rainbow is not listed in the softphone list in this software.

Thanks,

Alex
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Marius

August 27, 2021 06:36
Hi there,

we have the same problem.

We use the BT600 with the models Voyager 5200 UC, Voyager Focus UC and Voyager 4210 UC.

I have tested different firmware and Plantronichub versions, different Windows 10 versions, resetting the headset, as well as the web and PC client, unfortunately without success.

We can only use the the control buttons to answer, if the headsets are connected to a smartphone or the BT600 is operated in an office phone.

Regards,

Marius
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Marius

September 16, 2021 14:21
Hello,

with the current version 2.93.0.0 the problem seems to be resolved.
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